Two Customers With Same Product In Basket
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Hi All,
I’ve just had a situation where two customers have been after the same product.
Customer A put the product in their basket but their checkout was delayed because they had to do a security code.
In the meantime Customer B has ordered and paid for the product.
Customer A says the product is will in their basket but the website says there are none left.
How can that happen and how can I prevent it in the future. Thanks for any help and tips.
The page I need help with: [log in to see the link]
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Hi @sandym2014,
Thanks for reaching out!
That’s very strange, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.
Thanks!
Hey there @sandym2014,
On top of the System Status Report can you please also let us know more about the details of this set up:
“Customer A put the product in their basket but their checkout was delayed because they had to do a security code.”
What is the security code you are referring to and in what way did it contribute to the delay?
Are you able to replicate the issue of the security code on your site? Have you tried?
Looking forward to the details!
Take care!
Hi, Thanks for the responses. I don’t know what the ‘security code’ however sometimes when I use PayPal I have to wait for them to text me a code before I can fully log in and process a transaction. I assume that is what the customer is referring to.
Here is the status report:
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wp_yoast_seo_meta: Data: 0.22MB + Index: 0.00MB + Engine InnoDB ### Post Type Counts ### attachment: 461 custom_order_status: 1 nav_menu_item: 12 oembed_cache: 3 page: 13 post: 2 product: 46 product_variation: 23 revision: 48 shop_order: 279 shop_order_refund: 2 wafs: 1 wp_global_styles: 1 wpforms: 1 ### Security ### Secure connection (HTTPS): ? Hide errors from visitors: ? ### Active Plugins (19) ### Custom Order Status for WooCommerce: by Tyche Softwares – 2.2.1 Facebook for WooCommerce: by Facebook – 3.0.6 Google Analytics for WordPress by MonsterInsights: by MonsterInsights – 8.11.0 Jetpack: by Automattic – 11.6 LiteSpeed Cache: by LiteSpeed Technologies – 5.3.1 My Custom Functions: by Space X-Chimp – 4.51 SiteGround Security: by SiteGround – 1.3.8 Extra product options For WooCommerce | Custom Product Addons and Fields: by ThemeHigh – 3.1.8 WPC Product Bundles for WooCommerce (Premium): by WPClever – 6.3.0 Woo Store Vacation: by MyPreview – 1.5.1 WooCommerce Advanced Free Shipping: by Jeroen Sormani – 1.1.5 WooCommerce PayPal Payments: by WooCommerce – 2.0.0 PDF Invoices & Packing Slips for WooCommerce: by WP Overnight – 3.2.5 WooCommerce Shipping & Tax: by WooCommerce – 2.1.0 Stock Manager for WooCommerce: by StoreApps – 2.10.0 WooCommerce: by Automattic – 7.1.1 Yoast SEO: by Team Yoast – 19.12 WP Mail Logging: by Wysija – 1.10.4 WPForms Lite: by WPForms – 1.7.8 ### Inactive Plugins (7) ### Akismet Anti-Spam: by Automattic – 5.0.2 All-in-One WP Migration: by ServMask – 7.68 All in One SEO: by All in One SEO Team – 4.2.8 Hello Dolly: by Matt Mullenweg – 1.7.2 Hostinger: by Hostinger – 1.0 WooCommerce Admin: by WooCommerce – 3.3.2 WooCommerce PayPal Checkout Gateway: by WooCommerce – 2.1.3 ### Settings ### API Enabled: – Force SSL: – Currency: GBP (￡) Currency Position: left Thousand Separator: , Decimal Separator: . 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Tracking enabled: – ### Admin ### Enabled Features: activity-panels analytics coupons customer-effort-score-tracks experimental-products-task experimental-import-products-task experimental-fashion-sample-products shipping-smart-defaults shipping-setting-tour homescreen marketing multichannel-marketing mobile-app-banner navigation onboarding onboarding-tasks remote-inbox-notifications remote-free-extensions payment-gateway-suggestions shipping-label-banner subscriptions store-alerts transient-notices woo-mobile-welcome wc-pay-promotion wc-pay-welcome-page Disabled Features: minified-js new-product-management-experience settings Daily Cron: ? Next scheduled: 2022-12-13 13:09:46 +00:00 Options: ? 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Thank you for answering our questions!
I had a look at your System Status Report to make sure there are no red flags. Nothing stands out currently.
Therefore, from the information we have so far, I suspect that customer A unfortunately missed their opportunity to purchase the product on time. Their session expired before they managed to complete the order.They were most likely still seeing the item in the cart because they had not refreshed the page or did not do any other actions (like continue shopping).
That being said, you can tweak how long the inventory shall be held for an unpaid order under WooCommerce > Settings > Products > Inventory > Hold Stock: https://woocommerce.com/document/configuring-woocommerce-settings/#products-inventory-options
However, we do not recommend to set it to a very high limit as that can hinder your sales — if a customer just keeps the products in their cart for too long without paying then that means that other potential buyers will see the product as out of stock (if there is only one piece left in your store and that piece is in someone’s cart).
If you do decide to increase that limit, some additional solutions you can consider implementing are:
– start accepting backorders. Backorder is one method to accept orders for items that are out of stock. You can do that under Products Data > (choose the product of your liking) > Product Data > Inventory > Allow Backorders > Allow (this setting will not let the customer know that their order is a backorder). The “Allow but notify customer” setting would let the customer know that their order is a backorder.
That way, customer A would have been able to retry and successfully order the item.– display a cart countdown/timer. While there are no official WooCommerce.com plugins for that, some third party plugins are out there (like: https://www.ads-software.com/plugins/checkout-countdown-for-woocommerce/). Please note that the set up and issues with third party plugins are not supported by WooCommerce. You will have to reach out to the developing team behind the 3rd party plugin to get accurate guidance if you encounter any issues. Of course we always recommend to test any plugin in a staging site that mirrors your live site before launching it into your live site.
I hope you find the above info helpful!
Thank you for using WooCommerce ?? ??
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